Subject: Pre-Litigation Notice – Request for Investigation, Verification, and Preservation of Records
To Whom It May Concern,
This letter serves as a formal pre-litigation notice regarding a TurboTax Live expert session that occurred on March 31, 2026, at approximately 10:00 AM PT.
On that date, I requested assistance with my 2025 tax filing and was contacted by an expert identified as “Mary.” During the session, Mary stated that she was not knowledgeable about IRA-related matters and required assistance from a second expert. However, rather than transferring the call or initiating a direct multi-party session, Mary indicated that the second expert could not join the call and would instead view my screen indirectly through her screen-sharing session. All communication from the second expert was relayed to me through Mary via phone.
This process raises serious concerns regarding the handling of my personally identifiable information (PII), as I was required to share sensitive financial and tax-related data without any visibility into or verification of the second individual’s identity, role, or authorization.
Specifically, I have the following concerns:
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The second individual was not identified to me, and I was provided no confirmation that they were a TurboTax employee or authorized contractor.
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My sensitive personal and financial information was exposed during the session without clarity on who had access to it.
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There was no transparency or consent mechanism regarding third-party or secondary access to my data.
Additionally, I received inaccurate guidance during the session, including incorrect information regarding the deductibility of 2024 tax preparation fees and confusion regarding the TurboTax platform being used. They did not know how to navigate in the browser version of turbotax and I helped them navigate through Tools feature.
Given the above, I request the following:
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Written confirmation of the identity, employment status, and authorization of the second individual who accessed my session.
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A detailed description of TurboTax Live’s escalation procedures, including how additional experts are engaged and what data access they are granted.
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Confirmation that my personal and financial information was not accessed, retained, or disclosed to any unauthorized individual or third party.
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A copy of all records associated with this session, including but not limited to call logs, screen-sharing logs, access logs, internal notes, and any recordings.
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A formal written summary of any internal investigation conducted regarding this incident.
Please also consider this letter a formal request to preserve all records, logs, communications, and metadata related to this interaction, as they may be relevant to potential legal proceedings.
This situation raises significant concerns regarding data security, privacy practices, and compliance with applicable consumer protection and data protection laws. I request a written response within 10 business days of receipt of this notice.
Sincerely,
Ambikadevi
[PII Removed]
